Position Description: Provides and promotes a professional, high quality, front line customer focused telephone service to all callers.
Provides products and services information to customers and will accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.
Position Responsibilities: Manage large amounts of inbound and outbound calls in a timely manner Identify customers’ needs, clarify information, and route calls accordingly Assist customers with account related questions and issues Provides professional internal and external customer service Provides first-line support for Deposit Operations systems and functions Monitors support emails from website and distributes to appropriate individual Consistently process customer transactions and file maintenance accurately and timely Thorough understanding of all products and services offered and accurately articulate features and benefits to customers Assist customers with online/mobile banking needs Know where to locate and how to utilize all applicable resources
Secondary Duties:
Provides backup for Deposit Services staff when necessary
Performs level I clerical tasks as outlined Keep current on all required training Effectively open new sub accounts for members Minimum Qualifications: MINIMUM QUALIFICATIONS: -
- High School Diploma or Equivalent; College degree preferred
Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- 1 year of similar or related customer service experience
- Possess strong organizational skills and ability to handle multiple tasks
- Strong attention to detail in order to maintain high level of data integrity
- Proficient computer skills required
- Pleasant disposition which gives a positive image of the bank to customers and prospects
Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Regularly required to talk or hear; frequently required to use hands or fingers, handle or feel objects tools or controls. Occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Must occasionally lift and/or move up to 20 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Depending on location and time of year, extreme high and low temperatures within the building will be experienced.
Additional Information: BSA REQUIREMENTS:
It is the responsibility of all employees to make all reasonable efforts to identify suspicious cash activity which may be associated with customer attempts to avoid the reporting requirements of the BSA or government or federal tax reporting, as well as potential money laundering resulting from criminal / illegal activities. All suspicious activity, regardless of the amount involved in the transaction, must be reported to a supervisor or Branch Manager for further investigation and possible reporting by the Bank Secrecy Officer to the Financial Crimes Enforcement Network (FinCEN).
No director, officer, employee, or agent who reports a suspicious transaction under the requirements of the BSA may notify any person involved in the transaction that the transaction has been reported.
Each employee of the bank shall be required to complete Bank Secrecy Act / Suspicious Activity training periodically which is commensurate with the duties of their position.
